Workforce management analyst vs senior management consultant

Differences between workforce management analyst and senior management consultant duties and responsibilities

Workforce management analyst example responsibilities.

• Manage and monitor agent performance using CMS to achieve optimal response for customer calls.
• Direct daily departmental operations to ensure client metric requirements and internal SLA's are achieve.
• Manage call center reports utilizing Avaya ACD, CMS, IEX and ensure accuracy and distribution compliance.
• Manage forecasts and staffing coverage to ensure SLA's are met, attributing to awards receive based on performance.
• Perform reviews of select teams and programs to determine whether VBA and federal policies and guidelines are effectively implement and manage.
• Test IVR system to detect any issues, monitor real-time adherence and prepare and update various ACD reports for management.
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Senior management consultant example responsibilities.

• Manage / provide oversight to critical Medicare and Medicaid projects, with focus in system consolidation and reporting.
• Define and manage: roles & responsibilities, resource allocations, roadmap and project milestones, and operating guidelines.
• Lead systems analysis for payroll and accounting batch processing applications.
• Achieve significant improvements in business alignment, application innovation, world-class infrastructure technology, customer service and stakeholder value.
• Develop business case, CBA, governance plan, policies & architecture for automation effort ;.
• Ensure end-to-end alignment of PMO projects and programs to technology portfolio roadmap
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